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Policies, Procedures, Training and Documentation

ACCT 2013 Conference Workshop Presentation

DeAnna Pickett

on 29 January 2014

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Transcript of Policies, Procedures, Training and Documentation


Insurance Companies
Policies, Procedures, Training and Documentation for Zipline/Canopy Tours
The flowering fruit of your efforts
Run a lower-risk program for guides and guests
gain more 'clients' and less 'customers'
appeal to the Jury when there is an accident
Participant Policies
Guide Policies
Operational Policies

Erik Marter
DeAnna Pickett

Your Mission
ACCT 8th Edition Standards, Nov 2012
Good Guides vs Great Guides
Good Guides
Clips and un-clips 'participants'
follows the orientation script
Makes jokes and recites facts
gets to know participants names
follows the rules
arrives on time
logs gear/equipment appropriately
Is pleasant
knows how to do rescues
Great Guides
Clips and un-clips 'Guests'
Spends time getting to know the group and delivers the orientation that they need
Assesses the group and delivers the orientation to meet their needs
makes guests feel comfortable and delivers the experience that they desire
Gets to know guests personalities not just names
Understands and supports the mission of the organization
Documents and follows up with gear/equipment problems
Is authentic and genuine
Knows and practices retrievals and rescues
Components of Good Documentation
Easy to read
Engaging to Read
Easy to complete
Clearly states who is doing the documentation. Initials! Names!
Then What? State what the result of the documentation was
Documents Every Site Needs
Policies/Procedures/Operations Manual
Daily inspection form (with checklist)
Training Documents
Periodic inspection form
Professional inspect
End of day report
Staff Safety Reports
Internal Audits
Safety Committee Meeting Notes
Near Miss Forms
Gear Inspection Request
Rope Log
Equipment Log
incident/accident reports
Operation Standards:
B.2.4 The organization shall have adequate written policies, procedures, and/or practices that establish minimum acceptable criteria for all course operations

B.2.5 The organization shall have a reasonable written plan in place for the management of emergencies
PPO Manual
•Demonstrate your operational competence if an accident or lawsuit were to happen
•Create knowledge and skill continuity among your staff
•Create a reference place for how the design, equipment and training and mission at your site all intersect
Components of a Good PPO
Staff Training Expectations
Site Specific Policies
Participant Policies
Staff Polices
Operational Policies
Logistics Policies
Site Specific Procedures
Set-Up and Take Down (Opening and Closing) procedures
Environmental factors on your course
Information specific to share about your tour/course
Course Elements/Zips
A list of all zips and how to use them
Any special considerations for individual elements/zips
Participant Orientation
Daily operations (Zip Lines/Adventure Parks)
Emergency Procedures/Incident Command Sequence
Additional Items
Well-organized, uniform in appearance, easy and enjoyable to read
The Jury
B.1..1 The organization shall provide services consistent with its mission, goals, and objectives.
What would they say?
Components of a Comprehensive Training
Its so much more than just how to clip people in
Experiential Demonstration of the Entire Tour


History of Ziplines/Canopy Tours

Explanation of ACCT/Standards/Certification/ Evaluation Criteria

Comfort Zone Conversation/Psychology of Fear

Process of how people learn

Whose Choice - Laws/ Standards/Local Operating Procedures

How do a Daily Inspection

Components of a Good Orientation
How to Assess your group
Fitting Harnesses/Helmets on a variety of sizes
Teachings other how to ride the lines

Knots (if Applicable)

Ride Lines as a Guide
Maneuvering on the lines

Clipping Guests/Transferring Guests
How to Send and Receive Guests
Pre-Flight Check

Retrievals and Rescues- How are they different
Lowering from the Platform
Midline Retrievals
midline cut away
Trolley Transfers
Using an Entrier

Documentation- How to and why is it important


Who Cares Discussion

Working with Groups of Strangers (Get them connected)

Working with Difficult People



Access Climbing

Specialty Equipment at your site
Contact Information

Erik: erik@teamsynergo.com
DeAnna: deanna@teamsynergo.com

503 746 6646
ASTM International
Develop and deliver international voluntary consensus standards
F24 Amusement Rides and Devices
F24.60 Special Rides/Attractions
ASTM F2959 - 12 Standard Practice for Special Requirements for Aerial Adventure Courses
ANSI: American National Standards Institute
Mission: To enhance both the global competitiveness of U.S. business and the U.S. quality of life by promoting and facilitating voluntary consensus standards and conformity assessment systems, and safeguarding their integrity.
Information on the bare minimum that you need to run a basic tour and make the most money
The answer to all your questions and give you a clear path forward
a "How-To" manual to get the easiest most profitable results...(it take work)
Information on how to run a dynamic comprehensive tour and how to document it
An in-depth look at practices of a commercial operation from training to documentation and staff hiring to policy management
A different perspective
More added to your already long "To-Do" list
Experience Economy
A. Paying for experience, not a ride

B. Your guides create the experience

C. Memory of it: Make sure they have a good memory
Basic Needs
Maslow's Hierarchy of Needs
Comprehensive Tour
Basic Zip Tour
Which tour do you want to run?
Your Guides create the experience for your guests.
They change a basic tour into a comprehensive tour.
It all starts with your training!
Your training creates your culture!
They deliver your mission!
Training Creates your CULTURE
Positive Learning environment vs hazing
Catch them doing it right
Focus on the positive rather than the negative
How to Train
What to Train
Basic Training
Comprehensive Training
Who to Train
What they need to show up with
What can be train
What they will learn
A healthy fear of heights
Ability to focus on a single task
ability to follow directions
personal responsibility
"Done their own work"- they know themselves
charisma (but not what you think it means)
What they need to show up with
Basic Needs
details of course
Industry practices
communication top to bottom
proper ergonomics
components of assessing a group
How To's
Understands group dynamics
What can be taught
A deeper insight into themselves
a deeper insight into people and how to work with them
how to empower someone
how to bring a group of strangers together to great a micro-community
What they learn on the job
Why Train
Its the right thing to do
good training reduces staff turn over
creates a positive work environment
reduces liability
Changes good guides to great guides
Who Does the Training
Internal, External, Hybrid

Certification, No Certification
Knows whose choice it is
Industry Common Practice
Course Policy
Course Procedures
Whose Choice
Child Protection Laws
Criminal Laws
What are most people doing in the industry
Written down, agreed upon
This is where you have influence
Make sure it is aligned with standards and common practices
this is what Guides WILL do
Closed toed shoes
two people doing daily inspections
This is what Guides SHOULD do in most circumstances
You can write it down
This is also course culture...make sure it is the culture you want
Guides Choice
Participant Policies
Participants will wear closed-toed shoes.
Participants will wear a harness and helmet in the way the manufacturer recommends.
Participants will sign a participant agreement form/waiver before participating.
Participants will always be clipped to an appropriate clip in point when at height.
Participants will NOT clip or unclip their or anyone else’s critical safety equipment.
Participants will NOT use personal equipment.
Participants will NOT be under the influence of drugs or alcohol.
Guide Policies
Guide Policies
Guides will inform and document that participants know the inherent risk of the zip line tour.
ONLY Guides will clip and unclip participants critical safety equipment.
Guides will always clip themselves and participants into appropriate clip-in points.
Guides will double check that all equipment is set up appropriately and operating correctly before sending someone on a zip line. (i.e. trolley is installed correctly on zip line, carabiner is closed and locked)
Guides will do an initial and on-going assessment of the group and individuals.
Guides will NOT guide if they are under the influence of drugs or alcohol.
Guides will NOT use the course by themselves.
Operational Policies
Zip line tour operation should not be undertaken without the supervision of a Zip line tour Site Manager or designated qualified person who has both the experience and training to be considered an experienced professional. In addition, Guides should be trained by a Qualified Professional who is operating in accordance with ACCT standards. In most cases this qualified professional will work for an approved Professional Vendor Member (PVM) of ACCT.
Two qualified persons will complete and document a daily inspection before any participants use the tour, including an inspection of all equipment and every zip line and platform.
All near-misses and accidents will be documented on the appropriate form and given to the Course Manager or Safety Director.
Ropes and equipment will be stored appropriately in accordance with manufuactures recommondations
A Detailed Periodic course inspection will be completed and documented by a qualified person.
Zip Company reserves the right to refuse service to anyone.
Write it Down

Put it up

Follow Up

Review, Revise and Update
Rules to follow when creating the Rules
Policies are living documents
How Great Leaders Inspire by Simon Sinek TED Talk
What will BLOOM from this workshop
What this workshop is:
What this workshop isn't
Training Documents
Attendance List
Training Agenda
Training Curriculum
Documentation of On-Going Training
Individual Guide Training Log
What is your screening process? Is it written down?
Incident Command Sequence
i.e. Emergency Procedure
Invite the local Emergency Response to your course BEFORE you OPEN
Come up with a plan and have everyone know their role
Not everyone needs to do everything
identify the Incident Commander (and if they aren't there)
Sometimes the best Incident Commander is NOT the owner
Full transcript